Integration with Microsoft Teams

Integration between Odoo Helpdesk and Microsoft Teams for automated ticket notifications and team collaboration.

General Information

  • This module allows sending Odoo ticket content to Microsoft Teams and listens to reactions on Teams messages to apply them in Odoo.
  • To use this function, at the first time accessing it, user is requird to authorize all Microsoft Teams functions.
  • User's permission are stored in Odoo to help user to use the function smoothly
  • Extra module: module Microsoft Sharepoint has to be installed to use the Sharepoint integration.

Helpdesk Team Types

  • New model: Helpdesk Team Type, to group teams by prefix, and map them to Microsoft Teams's channels.

    • Helpdesk Team Type
  • Each type has: Name, Prefix, Chat Name (Teams conversation), Chat Id (auto-calculated) and a list of helpdesk teams of this type.

    • Type Fields
  • Automatically calculates and updates types (by comparing prefix) for all exising teams when the module is installed.

    • Auto Calculation

Tickets And Teams Messages

  • New "Send to Teams" button on ticket form, visible only to users with permission.

    • Send to Teams Button
  • Sends a message to the Teams conversation with ticket details (ticket ID, name, client, status).

    • Message Details
  • After sending, the button is replaced by button "Resend to Teams" and a "Teams Messages" tab appears.

    • Resend and Tab
  • "Assign to Me" button: works as usual, but if a Teams message exists, sends a "Like" reaction.

    • Assign to Me
  • Changing the "Assigned to" field: if assigned to self, same as "Assign to Me"; if assigned to another user, sends a new message to the this user.

    • Assigned to Field
  • All Teams messages are tracked in Odoo.

    • Tracked Messages
  • Only users with permission can use the function sending messages to Teams, and see the "Teams Messages" tab.

    • Teams Messages Tab
  • Two message types: general (from button) : sent to channel, assignment (when assigned) : sent to user.

    • Message Types
  • Scheduled action every 2 minutes checks reactions and assigns tickets to the first reactor.

    • Scheduled Action

Teams User ID in Odoo Users

  • Adds a "Teams User ID" field to res.users, auto-computed by matching names.

    • Teams User ID Field
  • Computed weekly by a scheduled action, or manually via a button.

    • Scheduled Action User ID

Scheduled Actions

Scheduled Action
  • Compute Teams User ID: runs weekly.
  • Assign Ticket by Reaction: runs every 2 minutes.
  • Cleanup Teams Data: runs monthly (to keep only the last 6 months of data).